Resident Services Manager

Southwark Council; City of Westminster; On-site; GBP 50,000 - 65,000; Full time

Job summary

A local authority in London is seeking a Resident Services Manager to lead and improve housing services. This pivotal position focuses on creating resident-centric strategies and managing team performance to ensure high-quality service delivery. Candidates should have a strong housing background, proven leadership skills, and a commitment to inclusive practices. The role requires strategic thinking and effective communication with diverse stakeholders, making a real difference in the community.

Qualifications

• Strong knowledge of current issues affecting local authorities and social housing.
• Proven experience leading teams within a performance-driven culture.
• A track record of delivering significant service change and improvement.

Responsibilities

• Leading the development and delivery of comprehensive service plans.
• Managing people, performance, resources, and information to exceed service targets.
• Ensuring robust enforcement of tenancy and leasehold conditions.

Skills

Leadership

Strategic thinking

Stakeholder management

Customer focus

Team motivation

Education

Degree-level education or equivalent experience

Job description

Southwark Council is committed to being a Good Landlord and delivering high-quality, resident-focused housing services across one of London's most diverse boroughs. We are seeking an experienced and forward-thinking Resident Services Manager to play a pivotal leadership role in shaping neighbourhood services and improving outcomes for our residents. This is a senior operational and strategic role, sitting at the heart of service delivery and service design, with real influence over how housing services are experienced across the borough.

Responsibilities

• Leading the development and delivery of comprehensive service plans that translate strategic objectives into tangible improvements for residents.
• Managing people, performance, resources and information to exceed service targets and deliver high-quality neighbourhood services.
• Motivating, developing and supporting teams of Resident Officers as neighbourhood champions, embedding proactive, resident-led approaches.
• Embedding a strong and sustainable culture of customer focus, ensuring services are accessible, responsive and relationship-driven.
• Ensuring robust enforcement of tenancy and leasehold conditions, supported by appropriate training and professional development.

Qualifications

You will be a confident, inclusive and politically aware leader with a strong background in housing or local authority services. You will bring:

• Degree-level education or equivalent experience, with evidence of continuous professional development.
• Strong knowledge of current issues affecting local authorities and social housing.
• Proven experience leading teams within a performance-driven culture.
• A track record of delivering significant service change and improvement.
• Experience managing large budgets and complex resources.
• Strong strategic thinking skills, with the ability to balance long-term vision and operational delivery.
• Excellent communication and stakeholder management skills, including working with residents, councillors and partners.
• A clear commitment to equality, diversity and inclusive leadership.